Refunds, handled clearly.

1. Introduction

This Refund Policy explains how smartMI Services (Pty) Ltd handles cancellations, refund requests, duplicate payments and problems relating to our digital products and subscription services.

It applies to products and services purchased directly from smartMI Services through our website or an authorised payment page. It does not limit any rights available under the Consumer Protection Act, the Electronic Communications and Transactions Act or other applicable South African law.

2. Products and payment models

Life Legacy may be offered through a once-off payment or monthly subscription. Call Care and School Club Admin may be offered through monthly subscriptions. The First Aid App may be offered through a once-off payment.

The applicable price, payment model, product description and delivery or activation timeline will be displayed before payment. The smartMI App for smartMI policyholders is a separate product that uses the Pay@ payment gateway and may be subject to a separate refund process.

3. Once-off purchases

A customer may request cancellation and a full refund before access to a digital product has been activated or delivered. Where access, activation, downloading or delivery has already begun at the customer’s request, eligibility for a refund will depend on the circumstances and applicable law.

A refund may be approved where a customer was charged incorrectly or more than once, a product was not supplied within the stated period, a product is materially defective or does not substantially match its published description, or a customer cannot access it because of a fault for which smartMI Services is responsible and we cannot resolve the problem within a reasonable period.

A change-of-mind refund will not ordinarily be provided after a digital product has been successfully delivered, activated or accessed, except where the customer has a statutory right to cancel.

4. Monthly subscriptions

Customers may cancel a monthly subscription before the next billing date by contacting support@smartmiservices.co.za or using any cancellation facility provided within the relevant product. Cancellation prevents future charges, and access will ordinarily continue until the end of the billing period already paid for.

Fees for a billing period that has already started are not ordinarily refundable on a pro-rata basis. A refund may be considered for a duplicate or incorrect charge, a material service failure, prolonged unavailability, or where applicable law requires one.

If smartMI Services offers a fixed-term agreement, cancellation rights and any reasonable cancellation charge will be handled in accordance with applicable South African consumer law.

5. Free trials and promotions

Where a free trial or promotional period is offered, its conditions and the date on which billing will begin will be shown before subscription. Customers must cancel before the stated billing date to avoid the first charge. If a charge is made after a valid and timely cancellation, contact us so that we can investigate and correct it.

6. Duplicate, incorrect or unauthorised payments

Please notify us promptly if the same transaction was processed more than once, an incorrect amount was charged, a payment was processed after a valid cancellation, or a transaction was not authorised by the account or cardholder.

We may request reasonable information needed to locate and investigate the transaction. Never send passwords, PINs, verification codes or complete payment-card details. Suspected fraud should also be reported to the customer’s bank or payment provider without delay.

7. Requesting a refund

Send requests to support@smartmiservices.co.za and include the customer’s full name, the email address or telephone number linked to the purchase, the relevant product or subscription, the transaction date and amount, the payment reference if available, and a brief explanation with any relevant supporting information.

Submitting a request does not automatically guarantee approval. Each request will be considered fairly, consistently and in accordance with this policy and applicable law.

8. Review and processing times

We aim to acknowledge a refund request within two business days and provide an outcome within five business days after receiving all information reasonably required to assess it.

Approved refunds will be submitted to the original payment method wherever possible. We aim to initiate an approved refund within seven business days. The customer’s bank or payment provider may require additional time to reflect the funds.

9. Fees and service interruptions

Where a full refund is required by law or results from an error by smartMI Services, it will include the amount the customer is legally entitled to recover. Any deduction from a discretionary refund for transaction costs or services already properly supplied will be disclosed and applied only where lawful and reasonable.

Temporary interruptions caused by planned maintenance, internet connectivity, a customer’s device or circumstances outside our reasonable control do not automatically qualify for a refund. For a prolonged service failure for which smartMI Services is responsible, an appropriate remedy may include restoration, a subscription extension, a credit, or a partial or full refund.

10. Disputes and changes

Customers are encouraged to contact us first so that we can try to resolve a payment concern promptly. This does not prevent a customer from exercising any right to dispute a transaction through their bank, payment provider, regulator or another lawful process.

We may update this policy when our products, payment arrangements or legal obligations change. The latest version will remain available here with its effective date. Changes will not unfairly remove rights that applied to an earlier transaction.

11. Contact us

smartMI Services (Pty) Ltd, registration number 2015/350740/07, 1st Floor, No. 5 High Street, Rosenpark, Bellville, South Africa.

Email support@smartmiservices.co.za or call +27 75 872 9621.